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One million letters to the taxman were left unanswered last year, the head of
HM Revenue and Customs said yesterday as she was summoned to explain the
agency’s dismal record on customer service.

Lin Homer, the chief executive, told MPs that when she travelled around the
country she was confronted by mounds of mail. “There was a time when we had
one million letters around,” she said. “I have had people saying: ‘Six,
nine, 12 months ago this room was full of post.”

She said that the organisation had since gone some way towards tackling the
problem, but admitted that